Verint Intelligent Virtual Assistant
Verint Intelligent Virtual Assistant (IVA) enables the quick and efficient deployment of CX automation across your engagement channels to deliver consistent and personalized self-service customer experiences, while also improving contact center operations.
Verint IVA helped customers to achieve:
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50%
Year-over-year growth in self-service usage across voice and digital channels.
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20%
Reduction in call transfer rates immediately after deployment, helping to double automated reservations through voice, digital, SMS and mobile channels.
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1.4 million
Calls handled during healthcare open enrollment period – 54% of which were able to actively enroll without human assistance
Power effortless self-service and contact center efficiency with Verint Intelligent Virtual Assistant
Deliver Actionable Service That Automate Customer Queries
Verint IVA is more than a chatbot. It can book a flight, change a medical appointment, or sell a product to the customer – right in the chat. Good bots don’t just deliver information – they deliver resolutions.
Easier, Faster Automation Deployment With IVA Studio
IVA Studio is an easy to use, low-code environment that helps you build, manage, and fine-tune your virtual assistant. It integrates seamlessly with existing conversational AI systems through pre-built connectors while also providing a visual environment where your internal teams can easily and quickly build conversational flows and tune the assistant over time without extensive support.
Out-Of-The-Box NLU Models To Get You Quickly Up And Running
Verint IVA offers pre-packaged, industry specific natural language understanding (NLU) models. Backed by a world-class dataset and one of the industry’s most robust NLU libraries, these models detect highly accurate end user intentions and extract entities to generate personalized responses that assist your customers immediately upon deployment.
Gain Insights to Optimize Customer Interactions and Chatbot Performance
Easily customizable dashboards show you how your IVA is performing. This helps conversation designers see the entire user journey to provide visibility into your virtual assistant’s performance and volume of interactions, while also surfacing new opportunities or areas of improvement.
Reduce Inbound Volume and Improve CSAT with Verint Containment Bots
The Voice and Digital Containment Bots uses NLU-based AI to efficiently automate conversations with customers across digital and voice channels. With this bot, brands can provide personalized self-service experiences so they can resolve customer queries, and identify which interactions should be escalated to assisted service.
IVA Studio makes it easy to deploy intelligent automation at scale
A Single Easy-to-Use Workspace to Manage Your IVA
- Manage your voice and digital assistants in a single, collaborative environment
- Easily fine-tune conversational flows, tasks and author responses to replicate human-like conversations
- Capture inter-linked paths and multi-turn conversations while utilizing NLU to identify and customize intents and entities for your use cases
Refine Your Automated CX with Advanced Analytics
- Visual, customizable dashboards and reports track and examine the conversational metrics that matter most
- Use data to train existing or new models, improve current bot performance, and uncover opportunities
- Track key metrics like goal completion, number of users and sessions, drop-off rates, agent transfers, user behavior, and more
Integrates with Voice and Digital Channels Out of the Box
- Provides prebuilt connectors to most voice and digital channels
- Works with your new or existing contact center, CRM, and business applications
- Customize your virtual assistant to meet specific chat or messaging channel needs and brand guidelines to increase user engagement
Verint IVA enables Amtrak travelers instant service and delivers impressive results
Learn how Amtrak leverage the power of Verint Conversational AI to achieve an 8x return on chatbot investment
“Over 5 million questions are answered by Ask Julie annually. With Julie, waiting for service is a thing of the past, as she’s easily capable of simultaneously serving the needs of every Amtrak.com visitor.”
One IVA across your organization
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IVA For Self-Service
Verint IVA is a next-generation conversational AI solution that’s been serving customers in industries from healthcare to hospitality for more than two decades so companies can:
- Give customers the ability to answer questions and solve problems at any time, without needing to speak to a agent.
- Go beyond simply answering questions by delivering actionable service such as scheduling an appointment, changing a reservation, or making a purchase without the need for agent assistance.
- Improve productivity by freeing up agents to focus on the time-sensitive and complex customer service issues that truly require a human touch.
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IVA For the Contact Center
When you deploy Verint IVA in your contact center, it provides your agents with guided resolutions and quick intent understanding. This lowers average handle time, makes for better customer journeys, and improves the agent experience while also lowering costs. It allows your contact center to:
- Create a scalable hybrid workforce of humans and bots working together that cuts unnecessary wait time and resolves issues on first contact.
- Provide agents with detailed customer history and previous interactions to help deliver an efficient and effective customer experience.
- Improve productivity by freeing up agents to focus on the time-sensitive and complex customer service issues that truly require a human touch.
Verint Intelligent Virtual Assistant is part of Verint Customer Engagement Platform
Verint Customer Engagement Platform elevates every experience with an open approach to customer engagement. Powered by Verint Da Vinci AI and Analytics, the platform includes Workforce Engagement, Digital-First Engagement, and Experience Management solutions.
Verint works with your existing ecosystem to close the Engagement Capacity Gap™ while seamlessly delivering scalable experiences across channels and uniquely supporting the modern, distributed workforce of humans and bots at scale.
Learn moreRecommended Intelligent Virtual Assistant resources
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See the power of Verint IVA today
Verint IVA drives real business results and delivers better customer experiences for enterprises across industries.
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